Smashed item on arrival

[babyfacebillytheswag]

After padding and wrapping and boxing in another box, a mug arrived smashed. I bought the postage through eBay. Do I have to refund the seller his whole amount, plus postage?

Thanks.

[red_magpie]

If you mean do you have to refund the BUYER, yes you do.

The best way to refund a buyer is to ask them to open a case under eBay's money back guarantee, through the resolution centre.

This won't count against you provided you click on the option to refund the buyer on return. EBay will give you the option to purchase and send send the buyer a prepaid return label if you want the broken item back. When it's returned you can process their refund through the case and will receive a credit for your final value fee and PayPal fee.

If you attempt a DIY refund eBay may treat it as a seller initiated cancellation. You would then receive a defect on your account, and your selling fee would not be refunded.